OnDemand Resource

Experienced, top-class personnel providing additional resource when you need it.

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Helping you maintain delivery of your front-line services

OnDemand Resource gives you access to a pool of experienced people who can help you deliver front-line services whenever required. For example, when you need to:

  • Clear a backlog of work
  • Cope with additional projects
  • Provide annual leave or sickness cover
  • Bridge the gap when you can’t recruit the right people locally

More than 100 customers use our OnDemand Resource, and we have a 100% retention rate. Sharing these resources across our customers helps reduce costs for everyone.

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Revenues and Benefits Processing

Regardless of which system you use, we’re able support your revenues and benefits team at short notice for as long as you need. As well as general processing we can also provide resource to help with Council Tax reduction, annual billing, local welfare assistance, appeals, audit and subsidy.

Single Person Discount (SPD) monitoring

We carry out the full end-to-end service or you can select the elements of the review that you need support with. To reduce Council Tax fraud and make the review process less resource intensive, we recommend continuous monitoring of your SPD caseload.

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Adult Social Care financial assessment services

Our skilled and experienced team of financial assessors can support you on-demand to deliver financial assessment and associated reviews within days.

Our financial assessment and related services give you excellent business resilience and we work with you to reduce waiting times, backlogs and ensure all reviews are up-to-date.

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Customer Services

We understand that you need to deliver a consistent service to citizens, no matter what resource challenges you’re dealing with behind the scenes.

Our team of highly experienced enquiry handlers have the right customer service skills and expert knowledge to effectively manage all revenues and benefits enquires via any channel to suit your requirements.

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Income Maximisation

Generate additional income and transform your revenue collection with our self-funding solution.

We are uniquely positioned to support you to improve collection rates by implementing our market-leading collections software, CivicaCollect, together with our collections resource service, ProCollect.

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Our OnDemand teams cover all service areas. If there is a service you require that isn’t listed below, please contact us as there is a good chance we’re already providing it to at least one of our customers.

Why choose OnDemand Resource

Our team members are trained, experienced and ready to work as soon as you need them.

Our teams support a wide range of front-line services, to help you bridge gaps and absences and clear backlogs of work.

Expertise on tap

The experts in our team have at least five years' experience, and are trained in all leading systems and software, including Northgate and Capita as well as our own. Working from our secure, ISO 27001 and PSN-compliant facilities, they can securely connect directly to your systems to support you in delivering faster payments, fairer collection of taxes, and effective customer service.

Procuring services is straightforward via approved frameworks.

Karen Ironside,


East Ayrshire Council

Picking up the phone and knowing a gap can be filled quickly is critical and gives us peace of mind. It’s not about being the cheapest. Civica provides quality staff with high levels of productivity. OnDemand is very good value for money and very cost-effective for us.

Some of our customers include:

Maximising Council Tax income for East Kent Services

Civica Income Maximisation achieves £3.6m in additional Council Tax income.

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Watford and Three Rivers councils safeguard service delivery with more reliable system support

Councils extend managed service deals to provide remote Database Administration for Capita’s One Revenues and Benefits application.

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